IT Help Desk Technician Lead
Mondo Staffing, Fall River, MA, United States
Apply now: IT Help Desk Technical Lead, location is Warren, RI & Fall River, MA (Onsite). The start date is ASAP for this permanent position.
Job Title:
IT Help Desk Technical Lead
Location-Type:
Onsite (5 days/week; split between Warren, RI & Fall River, MA)
Start Date Is:
ASAP
Duration:
Permanent
Compensation Range:
$100k-110K
Benefits : Health, Dental, Vision, 401k, PTO
Job Description:
Our client is seeking a
hands-on IT Help Desk Leader
to modernize and transform a legacy support function into a forward-thinking, scalable service organization. This role is ideal for someone who thrives in both
technical execution and team leadership , with a strong focus on
customer service and operational improvement .
This is a
high-impact role
with growth potential into broader IT leadership.
Day-to-Day Responsibilities:
Lead and manage a team of 3 helpdesk technicians
Provide hands-on support including:
User account management, password resets, and access issues
Laptop setup and troubleshooting
Printers, label makers, and hardware support
Act as escalation point for complex technical issues
Support users across office and manufacturing floor environments
Drive transformation initiatives:
Migrate from Zendesk to Jira (or similar ticketing systems)
Implement asset management processes (currently spreadsheet-based)
Establish SLAs and improve service delivery standards
Monitor and improve helpdesk workflows and performance
Participate in on-call rotation (24/7 coverage once every 6 weeks)
Requirements:
Must-Haves:
5 years of IT support / helpdesk experience
1 years of experience managing or leading technical teams
Strong hands-on experience with Microsoft technologies:
Entra ID
Intune
Active Directory
Experience with user/device support (laptops, printers, accounts)
Proven ability to balance hands-on work with leadership responsibilities
Strong communication and interpersonal skills
Comfortable working in a manufacturing environment (loud, PPE required)
Nice-to-Haves:
Experience in manufacturing, telecom, or similar frontline environments
Experience with ticketing system migrations (Zendesk Jira or similar)
Familiarity with Jira
Experience implementing asset management systems
Experience establishing SLAs and service processes
Job Title:
IT Help Desk Technical Lead
Location-Type:
Onsite (5 days/week; split between Warren, RI & Fall River, MA)
Start Date Is:
ASAP
Duration:
Permanent
Compensation Range:
$100k-110K
Benefits : Health, Dental, Vision, 401k, PTO
Job Description:
Our client is seeking a
hands-on IT Help Desk Leader
to modernize and transform a legacy support function into a forward-thinking, scalable service organization. This role is ideal for someone who thrives in both
technical execution and team leadership , with a strong focus on
customer service and operational improvement .
This is a
high-impact role
with growth potential into broader IT leadership.
Day-to-Day Responsibilities:
Lead and manage a team of 3 helpdesk technicians
Provide hands-on support including:
User account management, password resets, and access issues
Laptop setup and troubleshooting
Printers, label makers, and hardware support
Act as escalation point for complex technical issues
Support users across office and manufacturing floor environments
Drive transformation initiatives:
Migrate from Zendesk to Jira (or similar ticketing systems)
Implement asset management processes (currently spreadsheet-based)
Establish SLAs and improve service delivery standards
Monitor and improve helpdesk workflows and performance
Participate in on-call rotation (24/7 coverage once every 6 weeks)
Requirements:
Must-Haves:
5 years of IT support / helpdesk experience
1 years of experience managing or leading technical teams
Strong hands-on experience with Microsoft technologies:
Entra ID
Intune
Active Directory
Experience with user/device support (laptops, printers, accounts)
Proven ability to balance hands-on work with leadership responsibilities
Strong communication and interpersonal skills
Comfortable working in a manufacturing environment (loud, PPE required)
Nice-to-Haves:
Experience in manufacturing, telecom, or similar frontline environments
Experience with ticketing system migrations (Zendesk Jira or similar)
Familiarity with Jira
Experience implementing asset management systems
Experience establishing SLAs and service processes